ANGUSalive Annual Report 2019-2020

Recognise the value of our employees

Taking teams from Good to Great

Sport & Leisure

ANGUSalive has been working with Alliance Leisure since August 2019 to provide training to our employees. Alliance Leisure operate the TA6 brand, TA6 provides sales, marketing and retention services to operators looking to grow income and invest in their employees’ development.

In August 2019, Alliance kicked off their training programme with a session to support newly appointed Operations Supervisors in our Sport & Leisure service. This included tips on how best to embrace their new role, understand sales as well as the importance of customer service in helping attract and retain members.

In September this was followed up by further training which included customer experience training to ensure that there is a SMART process to meet and exceed ANGUSalive’s customer needs and expectations.

In December it was time to engage many of our Operational Leads and Supervisors in providing service the ‘ANGUSalive way’. This included training on how to keep customers coming back (a project to keep everyone at least one extra month), customer service and ANGUSalive’s vision, enquiry handling and launch of the January campaign.

February 2020 saw Alliance carrying out workshops for Operational Supervisors giving them the tools to take their teams from good to great. It included training that upskills talented people to be able to identify opportunities to grow ANGUSalive

whilst developing their own performance and that of their colleagues. The aim was to help them ensure targets were achieved and understand how they can best help motivate and inspire teams. The course included: personal objectives, communication skills, coaching, the feedback formula, accountability and the BOIS technique (Business Aims, Obstacles, Impact and Solutions).

Did you know?

74% of people surveyed said they ‘valued reception staff speaking to them’ by research conducted by TRP10,000 - the largest piece of retention research within the health and fitness industry

The Head of Training for Alliance, Marina Thomas, who delivered a number of the sessions, was focused on how operational supervisors can coach staff and take responsibility for the results, empowering them to be accountable in the process of inspiring teams to deliver the Angus vision, mission and values.

Marina said: “It was an absolute pleasure for Alliance to be working in partnership with ANGUSalive, and for me personally it was a delight to have had the opportunity to deliver training to a group of people who clearly cared about their organisation, the teams that they work with and their community.”

Archie Dick, Principal Officer at ANGUSalive added: “Another set of excellent training sessions for the Operational Leads and Supervisors based in the sports centres focusing on providing excellent customer service the ANGUSalive way. Paul’s charismatic style kept the audience engaged at all times and gave them the tools and confidence required to provide excellent customer service in a consistent way using a range of simple tools and techniques.”

ANGUSalive has developed a strong vision and defined core values and it was exciting to have the chance to support the team to embed these values and drive through positive change.

Paul Woodford, Director of Marketing and Partnerships at Alliance

The training gave me a buzz and made me feel very enthusiastic about my job.

Shona Fyfe, Customer Advisor ANGUSalive

The training was informative, challenging and the Operation Supervisors gained a lot of confidence and belief in their management skills.

Grant Donaldson, Operations Lead, ANGUSalive

Very worthwhile training, giving us a breath of fresh air to return and roll out new challenges, to ourselves, our staff and our customers. It was great to feel part of the bigger picture and have our input into shaping the future of ANGUSalive.

Gus Robb, Operations Supervisor, ANGUSalive